Brazil is being visited by foreign tourists more and more. Here and there, we hear stories of foreigners who were misunderstood, translations that were badly done, services that didn’t happen properly, though.

2013 brings a good challenge for us, English teachers. As we approach the moment our country will host major sport events, the whole world is watching us. We will need people who speak good English to deal with foreign tourists who visit any and every part of the country: from taxi drivers to bartenders, from shop attendants to chambermaids, from nurses at emergency rooms to clerks at information desks.  Our efficiency as a country will be put to the test. Hospitality and niceness alone won’t do the job.

Are we ready?

How can we help our students gain confidence for this huge job?

Here are some essential aspects to good customer service that I think could be practice with our students during the English class. These are hints related both to attitude and language skills:

· Whenever possible, use the customer’s last name. Remember to use Mr. or Ms., as well. If you don’t know the customer’s name, use sir or ma’am.

· Look the customer in the eye.

· Smile at all times.

· Listen to the customer first and then decide how you can help.

· Be efficient in your communication skills. Here less means more.

· Pay close attention to your tone and volume of voice. Be positive and assertive, and your customer will feel confident that you will do the job or solve the problem.

· When presenting a solution, be fast, simple and objective. Avoid justifying or explaining, unless the customer asks for it. The customer wants a solution.

· Anticipate the customer’s needs and surprise him or her.

· Go the extra mile to satisfy your customer.

· If you work at a company and you don’t know much English, learn to explain that and immediately take the customer to someone who speaks better English and is able to help.

· Se você trabalha com turismo e não entendeu estas dicas, vá correndo aprender inglês. Você está mais do que atrasado!

Happy 2013!

Tânia Regina Peccinini De Chiaro é graduada em Letras pela FFLCH e mestre na área de linguagem e educação pela Faculdade de Educação, ambas da USP. Como diretora da Link English Projects, desenvolve projetos corporativos de capacitação profissional para o atendimento de clientes estrangeiros em inglês e cuida da capacitação de professores. Tânia é autora de Inglês para restaurantes e Inglês para hotelaria pela Disal Editora.

E-mail: tania@linkenglish.com.br